Assessment of quality of municipal services and residents' satisfaction with these services
This study examines the adaptation of a Marketing instrument, SERVQUAL (Parasuraman, Berry, & Zeithaml, 1991a), to gauge empirically the attitudes of residents towards the quality of municipal services. SERVQUAL comprises two batteries of items, one for expectations and one for perceptions, and...
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| Format: | Others |
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1997
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| Online Access: | http://spectrum.library.concordia.ca/343/1/MQ40204.pdf Roy, Claude <http://spectrum.library.concordia.ca/view/creators/Roy=3AClaude=3A=3A.html> (1997) Assessment of quality of municipal services and residents' satisfaction with these services. Masters thesis, Concordia University. |